About

Lilac, Inc. is a customer and user-centric community management consultancy.  We focus on strategy, development, implementation, and growth of both existing and new B2B and B2C communities.  Below are a few services we provide.  Contact us for a free consultation!

Community Management & Moderation

  • Identify best community applications for your brand; design, implement, and test
  • Competitive analysis
  • Moderation best practices and automation solutions
  • Community outreach; harness the power of influencers
  • Leverage the power of super users, and identify threats
  • Community program and volunteer coordination
  • Generate compelling content
  • Engage in, listen, and monitor community conversations
  • Advocate for the company in the brand’s community
  • Advocate for the community in the brand’s roadmap
  • Review forum, message boards, chat room comments
  • Create and implement Terms of Use
  • Contest and sweepstakes management
  • Provide community insights and analytics

Online Customer Support

  • Customer support and experience strategy
  • Build and strengthen customer and community relationships
  • Developer collaboration to troubleshoot and resolve technical issues
  • Provide web, email, voice, live-chat, mobile, and social support
  • Automation solutions
  • Collate user feedback to improve customer experience
  • Create or update support documentation (internal and external)
  • Create or update guidelines or procedures for managing company knowledge

Social Strategy

  • Develop and implement a comprehensive social media strategy
  • Create platform-specific content
  • Social listening: engage in and monitor conversations
  • Respond to user questions, complaints, and general inquiries
  • Escalate critical issues to internal stakeholders
  • Develop a crisis management procedure
  • Set quantifiable goals and report metrics
  • Create internal social media procedures for team-member onboarding

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s